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Complaints procedure

A STATEMENT FOR STUDENTS, INTERNS, GUESTS, PARENTS AND OTHER USERS OF LONDON HOMESTAYS SERVICES

We very much hope that you or your child will be very happy in our accommodation, and that any concerns that may arise are dealt with swiftly by our staff.

However, we recognise that there may be an occasion when you are not entirely happy with an aspect of the service that we provide, and that you want London Homestays to deal with your concern through a more formal process. This page sets out what we will do if you wish to raise that concern informally, or make a formal complaint.

Who can raise a concern or make a complaint?

Anyone who uses our services, whether you are a student, an intern, parents of students under 18 years old or a host family, can use this procedure. Due to data protection laws, we must receive written permission from any person 18 or over staying in our accommodation before sharing information with any third party including parents/friends. In cases where this is not possible due to student/interns language ability, we are happy to receive the written permission in their own language.

How will my concern be handled?

Our procedure has three stages:

1. Raising the complaint/concern

2. Investigating complaints

3. Response to complaints

1) Raising the complaint/concern.

Informal complaints or concerns may be raised by either calling the London Homestays office on 020 8395 0333 or by emailing info@londonhomestays.com. We aim to resolve informal concerns within 24 hours. On occasions, this can take longer (usually due to not being able to contact the host or student the concern is about and/or international time differences), however we will always aim to respond within 24 hours, even if this is only to provide you with an update on what action has been taken, what the delay is and when you can expect the next response.

2) Investigating complaints

If you remain dissatisfied by our response to your concern, then you should make an official complaint. Official complaints should be made in writing, either by post: London Homestays, 703 London Road, North Cheam, Sutton SM3 9DL or by emailing feedback@londonhomestays.com. All complaints will be investigated and responded to within a reasonable time.

When making a formal complaint please:

State that you are making a formal complaint.

Give specific details of the nature of your complaint, including who or what you are complaining about.

State what you would like to happen in order to resolve your complaint.

All postal complaints should be sent to the aforementioned address, marked ‘Confidential: Feedback for immediate attention.’

3) Response to complaints

Formal complaints will usually be acknowledged within 24 hours if received during working hours Monday to Friday, complaints made on Saturdays or Sundays may not be received until Monday morning and therefore causing the response to be slightly delayed.

All complaints will be reviewed by senior management and investigated fully. Please understand that it is important that we allow the party of whom the complaint has been made against a fair chance to respond and listen to their version of events/viewpoint. This is true in cases where a student is complaining about a host or vice versa. During the investigation process, it may be necessary to ask an assessor to visit the accommodation, record information including and not limited to photographs. In such cases, the assessor will attend the property as quickly as possible, will not be directly employed by London Homestays and will be asked to give an impartial and honest account of their findings.

Following a full investigation, a report will be produced and reviewed by senior management. A written response to the complaint will then be made and returned using the same method as it was received i.e. complaints received by email will be responded to by email.

London Homestays expects anyone who wishes to raise problem or complaint to:

Treat all London Homestays staff with courtesy and respect.

Respect that there are two sides to every story and London Homestays role is as an intermediary between students/interns and their accommodation.

Recognise the time constraints associated with conducting a full investigation and allow reasonable time to respond to your concerns.

Whilst we recognise that some concerns can provoke an emotional response, we will not accept threatening or harassing behaviour towards our staff, and will take steps supported by appropriate legal action.

What they say...

“We have been working with London Homestays for over 5 years. With their support, we have managed to achieve a high level of customer satisfaction. We strongly recommend London Homestays to anyone who’s looking for quality, reliability and exceptional customer service.”

“Having worked with them since 2013, I can state that London Homestays have always taken care to match our students with suitable host families. They have a very friendly yet professional approach to their work. Our students have enjoyed staying at their homestays. Overall, students say that their host families are attentive and welcoming.”

Carl Roberton, Principal, Stafford House School of English

“We at Burlington School have worked with London Homestays since 2014, and I professionally know the team since 2009 when I worked for another company in the education and accommodation industry. Having had the opportunity to work with London Homestays since the company started operations in London, all of the enquiries have been dealt with in a dedicated and timely manner, the team members are customer-oriented and always provide an exceptional accommodation experience to our students. I have no hesitation to recommend London Homestays as excellent accommodation providers and business partners.”

Eliane Tomasi, Accommodation & Welfare Officer, Burlington School

“LSC Stanton has been working with London Homestays since 2011 and we are very pleased with the quality of accommodation and service they give to us. We have a good relationship with the team and they are always on hand to deal with any last-minute requests.”

Nick Bray, Managing Director, London Study Centre.

“Cooperation with London Homestays is always great! We highly appreciate proactive approach and effort to ensure the best possible services for our groups. We always had a great clean accommodation, friendly family and smart local organisers. Students of our groups were satisfied and they enjoyed staying in London very much. We would like to recommend this agency. The whole team is very kind.”

Miroslava Foltýnová, Owner, CK Bus Tours.

“We offer internships in London to European students and looked for a reliable partner to provide accommodation to our candidates. We have been very happy with the services provided by London Homestays, as have our candidates, as they have always received quickly information on families, the possibility to book a room in a short delay and also a good quality of families. I would recommend without any doubt this agency. The team is very professional, efficient and friendly :). We hope to send new trainees soon!”

Stéphanie Frassanito, Program Manager, Work Overseas

“Our school from the Czech Republic has had great experiences with London Homestays. They are one of the only hosting agencies who would accept our very young guests (under 12). The host families were generally welcoming, kind, and accommodating. The service provided by the coordinator Kate O’Connor and other admin staff is second to none.”

Kate Powers, Vice Principal for English Studies, Sunny Canadian International School

It was an amazing experience, I’ve found a new home where I feel as comfortable as I do in my own home!

Laura, student from France: Homestay booking in Zone 2

“When my children went off to university and got married, my husband and I were empty nesters rattling around. We have an empty bedroom and I quite enjoy keeping it fresh for new students who come to stay with us both short and long term. Invariably, they show us a lot of respect. Coming to London to study or to work as interns is a big adventure for them and I enjoy settling them in and seeing them flourish. Some return or recommend to their friends to come and stay with us. London Homestays are a great organisation to deal with – good at communicating and highly ethical.”

Cathy, Homestay host in Colindale, London

“My first student has just left to return home and I have thoroughly enjoyed hosting her. It has been a lovely experience for me to help her with her English and learn about her Japanese culture.

I was nervous and apprehensive at first but it was so worthwhile and I look forward to continue hosting in the future. It has given me a boost knowing that I can give someone an opportunity that they may not have been able to afford without using London Homestays”

My homestay host is a lovely lady, she was very helpful and genuine. London Homestays offer an excellent, fast service and quality accommodation. I would definitely recommend to my friends!

Shelaine, student from Canada: Homestay booking in Zone 2

Daphne was a really nice and welcoming host, I really enjoyed my stay with her and her family. Thank you London Homestays for connecting me with her!

Ben, researcher from USA: Superior homestay booking

My stay with my host family makes my time at UK much more fun and exciting! Life is happening!

Bao, student from China: Homestay booking in Zone 4+

“Really, we are very happy with our room at the residence. James in the residences team has helped us with all aspects of our booking and we would like to say, big thank you from the bottom of our hearts!”

Dmitriy and Maria, two students from Russia: Residence booking

“I felt completely at ease and very comfortable with my host! She was really kind…many thanks!”

Doris, student from Italy: Superior homestay in Zone 2

“Shanghai Chelsea International Consulting (SCIC) has worked with Home from Home many times and they have provided a very professional service.”

Chan Sen, Director at Shanghai Chelsea International Consulting

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